CX Data & Program Analyst

OGC is a boutique research and consulting agency specializing in data-driven strategy, market research and analytics, and Customer Experience (CX) program design and optimization. We work with some of the world’s largest organizations across a variety of industries, including Telecommunications, Financial Services, Specialty Retail, Hospitality, and Software, helping them to gain a deep understanding of their customers, develop actionable insights, and improve business processes.

We are seeking an experienced Customer Experience (CX) Data & Program Analyst to join our team. This is a full-time, remote position working U.S. East Coast hours.

The ideal candidate is a bright, independent, and detail-oriented individual who is passionate about using data to improve customer experience outcomes. In this role, you will work directly with global clients, supporting senior stakeholders and delivering CX consulting projects that blend analytics, program management, and platform expertise. This position offers an exciting opportunity to apply your analytical and technical skills in the CX domain while influencing business decisions for Fortune 500 companies.

Responsibilities:

• Provide expert guidance and hands-on support during the implementation, launch, and ongoing management of client CX programs.

• Leverage Medallia and other industry methodologies to design and optimize CX programs that drive measurable business outcomes across channels (contact center, digital, in-person, etc.).

• Configure and manage Medallia platforms, including survey design, data integration, text analytics, reporting, and dashboard creation.

• Lead and execute client engagements such as CX Program Design, Program Assessments, Maturity Assessments, Change Management, Governance, and Closed-Loop Feedback initiatives.

• Partner with internal teams to develop insights and recommendations that help clients improve CX performance and operational efficiency.

• Support clients in various formats- ad hoc consultations, workshops, training sessions, and long-term managed engagements.

• Stay current on CX trends, tools, and Medallia platform updates to ensure best-in-class delivery.

• 5+ years of hands-on Medallia experience, including end-to-end implementation and configuration.

• Strong technical proficiency in HTML, CSS, JavaScript, and XML.

• Experience with APIs, text analytics, and integrations with Medallia and other platforms (e.g., CRM, ERP, or data visualization tools).

• Proven ability to translate data into actionable insights and communicate results to senior stakeholders.

• Excellent problem-solving, organizational, and communication skills.

• Bachelor’s or higher degree (B.Tech/BE/MCE/MBA or equivalent).

• OCEM or Medallia CX Professional certification preferred.